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Support Engineer, MollomAcquia

THIS JOB HAS EXPIRED

Acquia is looking for a service-oriented individual to help deliver high-quality support to customers using the Mollom spam filter and content moderation service worldwide.

As a customer support specialist, you will provide implementation and troubleshooting services to clients, work alongside web technology experts in a fast-paced and collaborative environment, and interact closely with product and engineering teams to help to improve the quality and effectiveness of Mollom products.

This position will be located in our Burlington, MA office.

Key Responsibilities:

Assist customers with integrating Mollom into a wide range of web software platforms and applications.
Troubleshoot technical issues and resolve integration questions.
Manage and resolve customer issues via phone, ticketing systems and e-mail.
Escalate issues as necessary and work with the engineering team on resolutions.
Analyze, identify, and document patterns across reported incidents.
Develop and maintain process documentation.
Assist other teams in customer communications.

With over two million downloads since inception, Drupal is used by web developers worldwide to build compelling websites. Diverse organizations use Drupal as their core social publishing system, including media companies, non-profit organizations, publishers, and many others.
Acquia plans to accelerate and extend market adoption of Drupal by advancing the core technology and offering value-added software products and network services that dramatically speed deployment and reduce risk.
Our founders are Dries Buytaert, the original creator and project lead of the Drupal open source web content management system, and Jay Batson, previously founder and CEO of Pingtel.